Modules 1-8: Final Exam 2012

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1/78 Questions

BuyCostumes and Celebrate Express ship to army bases.
- True
- False

About This Quiz

This final exam for Modules 1-8 in 2012 assesses knowledge in customer service and product management within a corporate setting. It evaluates understanding of brand differentiation, stock management, pricing guarantees, communication methods, discrepancy reporting, and shipping cost calculation.

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2.

A Canadian customer calls us 4 days before their event. They want to place an order, using UPS Express Saver. What do you do?
- Tell the customer how stupid they are for ordering so late.
- Place the order and provide a guaranteed delivery date.
- Place the order, but explain that we cannot guarantee delivery dates for international orders due to customs.
Correct Answer

A. Place the order, but explain that we cannot guarantee delivery dates for international orders due to customs.

Explanation

It is important to acknowledge the customer's request and place the order for them. However, it is also necessary to inform them about the limitations and potential delays that may arise due to customs processes for international orders. This ensures transparency and manages the customer's expectations regarding the delivery date.

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3.

During the checkout process, when does the customer learn of their delivery date?
- After entering their credit card information
- When the customer chooses their method of delivery.
- After the order has been submitted.
- Before adding the items to the customer's shopping cart.
Correct Answer

A. When the customer chooses their method of delivery.

Explanation

The customer learns of their delivery date when they choose their method of delivery during the checkout process. This is the point at which the customer is able to select how they want their items to be delivered, and the estimated delivery date is typically provided based on the chosen method.

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4.

How many coupons or promotional codes is a customer allowed to use during a purchase?
- Only one coupon
- One for shipping and one other coupon
- We don't allow coupons
- It is up to the representative
Correct Answer

A. Only one coupon

Explanation

Customers are allowed to use only one coupon during a purchase. This means that they can apply a single promotional code or coupon to avail discounts or benefits.

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5.

If a customer was interested in purchasing a product, what would you need to verify with the customer before putting the item into the cart?
- The name of the item
- The quantity the customer would like
- Verify the price
- All of the above
Correct Answer

A. All of the above

Explanation

Before putting the item into the cart, it is necessary to verify all the information with the customer. This includes verifying the name of the item to ensure that the customer is interested in the correct product. Additionally, it is important to verify the quantity the customer would like to purchase to prevent any mistakes or misunderstandings. Lastly, it is crucial to verify the price of the item to ensure that the customer is aware of the cost and there are no pricing discrepancies. Therefore, all of the above options need to be verified with the customer before putting the item into the cart.

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6.

A customer is planning a party and has selected a party pack, but needs some extra plates and napkins. They will have to purchase an additional party pack.
- True
- False
Correct Answer

A. False

Explanation

The statement is false because the customer does not need to purchase an additional party pack. The customer only needs some extra plates and napkins, which can be purchased separately without buying another party pack.

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7.

How many sales offers are you required to make during a CE sales call?
- None
- Four
- Three
- At least one
Correct Answer

A. Three

Explanation

During a CE sales call, you are required to make three sales offers. This implies that you need to present three different options or proposals to the customer in order to persuade them to make a purchase. By offering multiple choices, you can cater to different customer preferences and increase the likelihood of closing a deal.

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8.

How much does a customer get deducted for the use of a Flex Label?
- $14
- $10
- $7
- $12
Correct Answer

A. $7

Explanation

A customer gets deducted $7 for the use of a Flex Label.

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9.

You must enter the exact coupon code into your note when requesting a credit for an omitted coupon.
- True
- False
Correct Answer

A. True

Explanation

To receive credit for an omitted coupon, it is necessary to enter the exact coupon code into the note. This implies that any variation or mistake in entering the coupon code may result in not receiving the credit. Therefore, it is important to accurately input the coupon code to ensure that the credit is applied.

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10.

Anytime you touch an order, it's always necessary to create a case note on the account.
- True
- False
Correct Answer

A. True

Explanation

Creating a case note on the account whenever an order is touched is important because it helps in keeping track of any actions or interactions related to the order. It serves as a record of the communication and can be useful for future reference or for resolving any issues that may arise. By creating a case note, all relevant information about the order can be documented, ensuring that everyone involved in the process is aware of any updates or changes. This helps in maintaining clear communication and providing a comprehensive overview of the order's history.

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11.

"RAN" stands for Return Authorization Number.
- True
- False
Correct Answer

A. True

Explanation

The given statement is true. "RAN" stands for Return Authorization Number. This is a unique number that is assigned to a return or exchange transaction to track and authorize the return of a product.

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12.

What is the first thing we should do if a customer calls in stating they received a damaged item?
- Transfer the call to the helpline
- Get a floorwalker
- Apologize
- Ask for the order number
Correct Answer

A. Apologize

Explanation

If a customer calls in stating they received a damaged item, the first thing we should do is apologize. This shows empathy and acknowledges the customer's frustration or disappointment. Apologizing also helps to build trust and rapport with the customer, showing that we value their experience and are committed to resolving the issue. Asking for the order number or transferring the call to the helpline may be necessary steps afterwards, but apologizing should always be the initial response.

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13.

What are personalized banners made of?
- Paper
- Vinyl
- Leather
- Aluminum
Correct Answer

A. Vinyl

Explanation

Personalized banners are made of vinyl because vinyl is a durable and weather-resistant material that can withstand outdoor conditions. It is also easy to print on and can be customized with various designs and colors. Vinyl banners are commonly used for advertising, events, and promotions due to their versatility and long-lasting nature.

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14.

___________ means to identify with the feelings, thoughts and attitudes of another.
- Compassion
- Apathy
- Empathy
- Courtesy
Correct Answer

A. Empathy

Explanation

Empathy means to identify with the feelings, thoughts, and attitudes of another person. It involves understanding and sharing the emotions of someone else, putting oneself in their shoes, and experiencing their perspective. Empathy allows individuals to connect with others on a deeper level, showing understanding and support. It is different from compassion, which involves feeling concern and wanting to alleviate someone's suffering, and apathy, which is a lack of interest or concern. Courtesy, on the other hand, refers to polite and respectful behavior.

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15.

If you do not have a naturally enthusiastic tone, there is nothing you can do to get around that.
- True
- False
Correct Answer

A. False

Explanation

The statement suggests that if someone does not have a naturally enthusiastic tone, there is nothing they can do to overcome it. However, this is not true. While it may be more challenging for someone without a naturally enthusiastic tone, they can still work on developing their enthusiasm through various techniques such as practicing positive body language, using vocal inflections, and finding genuine interest in the subject matter. With effort and practice, anyone can improve their level of enthusiasm, even if it doesn't come naturally to them.

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16.

Communicating clearly and effectively can be as simple as slowing down and enunciating your words.
- True
- False
Correct Answer

A. True

Explanation

Slowing down and enunciating your words can indeed help in communicating clearly and effectively. When we speak too quickly or mumble our words, it can lead to misunderstandings and confusion. By slowing down and pronouncing each word clearly, we give the listener a better chance to comprehend our message. This allows for effective communication and minimizes the chances of miscommunication.

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17.

If you should encounter a discrepancy on either website, who should you notify?
- The nearest floorwalker
- Your supervisor
- Email [email protected]
- No one, the problem will fix itself
Correct Answer

A. Email [email protected]

Explanation

If you encounter a discrepancy on either website, you should notify the email address [email protected]. This suggests that the company has a designated email address specifically for reporting any issues or discrepancies related to their products. It implies that this is the appropriate channel for addressing such problems and seeking assistance or resolution.

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18.

Saturday Delivery is available anywhere in the United States.
- True
- False
Correct Answer

A. False

Explanation

The statement is false because Saturday Delivery is not available everywhere in the United States. Some areas may not have Saturday delivery service or may have limited availability. Therefore, the statement is incorrect.

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19.

How long is your wrap up time?
- 10 secs
- 15 secs
- 40 secs
- 1 min
Correct Answer

A. 15 secs

Explanation

The wrap-up time refers to the amount of time it takes for someone to conclude or finalize a task or conversation before moving on to the next one. In this case, the correct answer is 15 seconds, indicating that it takes approximately 15 seconds for the person to complete their wrap-up activities before they can proceed to the next task or conversation.

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20.

When you need to use the restroom, which log out code should you choose?
- Unavailable
- Break
- Personal
- After Call Work
Correct Answer

A. Personal

Explanation

The correct answer is "Personal". When you need to use the restroom, you should choose the "Personal" log out code. This code indicates that you are taking a personal break or time away from work for a short period. It allows you to temporarily log out of the system and ensures that your absence is accounted for.

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21.

Even if you do not always know the correct answer to a customer's question, you can always:
- Lie to them
- Fake it
- Make something up
Correct Answer

A. Fake it

Explanation

In customer service, it is important to maintain professionalism and provide assistance even when you don't have the exact answer. "Fake it" means that you should confidently handle the situation by appearing knowledgeable and offering alternative solutions or seeking help from colleagues. This approach helps to build trust with the customer and ensures that their needs are addressed, even if you don't have all the information at hand.

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22.

Your tone of voice is as important as the words you choose.
- True
- False
Correct Answer

A. True

Explanation

The explanation for the correct answer is that the tone of voice plays a crucial role in communication as it helps convey the intended meaning and emotions behind the words. The way something is said can greatly impact how it is understood and received by the listener. Therefore, it is important to be mindful of one's tone of voice to ensure effective and clear communication.

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23.

A customer calls us on a Friday, 20 minutes before cut off time for the day, She wants a package priority delivered for Saturday. What do you do?
- Apologize, and tell her it's impossible.
- You place the order and assure the customer the package will arrive on Saturday.
- You verify Saturday delivery for her zip code, then place the order and assure the customer the package will arrive on Saturday.
Correct Answer

A. You verify Saturday delivery for her zip code, then place the order and assure the customer the package will arrive on Saturday.

Explanation

It is important to first verify if Saturday delivery is available for the customer's zip code before making any promises. By doing so, you can ensure that the customer's request can be accommodated. Once you have verified the availability, you can then proceed to place the order and assure the customer that the package will indeed arrive on Saturday. This approach demonstrates a proactive and customer-centric approach, ensuring that the customer's needs are met while managing their expectations effectively.

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24.

Which orders get guaranteed promise dates for delivery?
- Domestic orders
- International orders
- All orders
- Only orders with Express and Premium service
Correct Answer

A. Domestic orders

Explanation

Domestic orders get guaranteed promise dates for delivery. This means that when customers place domestic orders, they can expect their orders to be delivered on a specific date. This guarantee ensures that customers receive their orders within a certain timeframe, providing them with a reliable and efficient service.

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25.

We can place an order for a customer and use PayPal for the payment option.
- True
- False
Correct Answer

A. False

Explanation

The statement is false because it states that we can use PayPal for payment when placing an order for a customer. However, the statement does not provide any information or context about the limitations or availability of PayPal as a payment option. Without further information, we cannot assume that PayPal is a valid payment option for placing orders for customers.

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26.

All personalized photo items take an additional 1-2 business days (which is automatically factored into the guaranteed delivery date) with the exception of the:
- Invitations
- Photo banner
- Plates
- Favor boxes
Correct Answer

A. Photo banner

Explanation

The given answer, "photo banner," is the exception to the rule that all personalized photo items take an additional 1-2 business days. This means that while invitations, plates, and favor boxes will have an extended processing time, the photo banner will not.

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27.

Which of the following is not of the CE brands?
- Birthday Express
- Halloween Express
- Costume Express
Correct Answer

A. Halloween Express

Explanation

Halloween Express is not a CE brand because it is focused on Halloween costumes and accessories, while the other options (Birthday Express and Costume Express) are more general party and costume brands.

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28.

In Opus, the "Customer Care" and "Internet" tabs are the most used by this department.
- True
- False
Correct Answer

A. True

Explanation

The given statement suggests that in the Opus department, the "Customer Care" and "Internet" tabs are the most frequently used. This implies that the department heavily relies on these tabs for their operations and tasks. Therefore, the statement is true.

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29.

What is the maximum amount you as a CSR can credit a customer?
- 10%
- 25%
- 50%
- 100%
Correct Answer

A. 50%

Explanation

The maximum amount that a CSR can credit a customer is 50%. This means that the CSR can credit the customer up to half of the total amount owed or requested. This limit is in place to ensure that the CSR does not have the authority to credit the customer with an excessive amount that could potentially be detrimental to the company's finances.

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30.

You can place an order for a customer and use ShopRunner as a shipping option.
- True
- False
Correct Answer

A. False

Explanation

ShopRunner is not a shipping option that can be used when placing an order for a customer. Therefore, the correct answer is False.

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31.

When you request a credit for an omitted coupon, it is based off of the order's:
- Subtotal
- Grand total
- Subtotal plus taxes
- Subtotal plus shipping
Correct Answer

A. Subtotal

Explanation

When requesting a credit for an omitted coupon, the credit is typically based on the order's subtotal. The subtotal refers to the total cost of the items in the order before any taxes, shipping charges, or additional fees are added. Therefore, the credit for the omitted coupon would be calculated based on this subtotal amount.

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32.

The new AVS system we have in place to verify correct addresses will help to reduce the number of undeliverable orders.
- True
- False
Correct Answer

A. True

Explanation

The new AVS system for verifying correct addresses is expected to reduce the number of undeliverable orders. This suggests that the system is effective in ensuring that the addresses provided are accurate, which in turn will result in a decrease in the number of orders that cannot be delivered due to incorrect or incomplete addresses. Therefore, the statement is true.

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33.

What is a guaranteed promise date for domestic packages?
- The date by which their package will leave our distribution center
- The date by which the order will be processed
- The date by which the package will be delivered to the customer's doorstep
- None of the above
Correct Answer

A. The date by which the package will be delivered to the customer's doorstep

Explanation

The guaranteed promise date for domestic packages refers to the date by which the package will be delivered to the customer's doorstep. This means that the package should arrive at the customer's location by this specified date. The other options mentioned in the question, such as the date of leaving the distribution center or the date of order processing, are not necessarily the same as the guaranteed promise date for delivery.

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34.

Once a credit request is submitted by a CSR, it is automatically processed and the customer's card is credited right away.
- True
- False
Correct Answer

A. False

Explanation

The statement is false because it states that once a credit request is submitted by a CSR, it is automatically processed and the customer's card is credited right away. However, this may not always be the case as credit requests usually go through a verification and approval process before the customer's card is credited.

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35.

If a customer wanted to contact our company, what forms of contact are available to them? Check all that apply.
- Chat
- Email
- Phone
- Visit one of our store locations
Correct Answer(s)

A. Chat
A. Email
A. Phone

Explanation

Customers can contact the company through chat, email, and phone. These forms of contact provide different options for customers to reach out based on their preferences and convenience. Chat allows for real-time communication and immediate assistance, email provides a written record of communication, and phone enables direct conversation with a representative. These options ensure that customers can choose the most suitable method to contact the company and receive the support they need.

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36.

If a customer is requesting a credit for a coupon they forgot to use, which tab do we look at first while checking the order?
- Discounts
- Credits
- Case Notes
- Related Work Items
Correct Answer

A. Discounts

Explanation

When a customer requests a credit for a coupon they forgot to use, the first tab to look at while checking the order is the "Discounts" tab. This is because the discount tab will show any applied coupons or discounts that were used during the purchase. By checking this tab, we can verify if the customer is eligible for a credit based on the coupon they forgot to use.

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37.

How many business days should the customer hold on to the package if there is Carrier Damage?
- 5 Days
- 7 Days
- 10 Days
- They should send it back right away
Correct Answer

A. 10 Days

Explanation

The customer should hold on to the package for 10 days if there is carrier damage. This allows them enough time to inspect the package and its contents for any damage, and to contact the carrier and file a claim if necessary. Holding on to the package for this duration ensures that the customer has enough time to assess the extent of the damage and take appropriate action.

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38.

If you were not able to enter your case notes or related work item during your call, what should you do immediately after choosing your disposition code?
- Log into Unavailable
- Disconnect your Agent Leg
- Log into After Call Work
Correct Answer

A. Log into After Call Work

Explanation

After choosing your disposition code, the immediate action should be to log into After Call Work. This is because After Call Work allows you to enter your case notes or related work items after the call has ended. By logging into After Call Work, you can ensure that all necessary information is documented and recorded accurately for future reference and follow-up.

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39.

What is the first thing you should do when you end your call?
- Go into unavailable
- Enter case notes
- Choose disposition code
- Go into personal
Correct Answer

A. Choose disposition code

Explanation

Dispositions are always entered first. Then you may do any after call work that is necessary that pertained to the phone call.

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40.

When taking your break, which log out code should you choose?
- Unavailable
- Approved Project
- Personal
- Break
Correct Answer

A. Break
41.

The exchange coupon is stackable with another coupon code.
- True
- False
Correct Answer

A. True

Explanation

The given statement implies that the exchange coupon can be used in conjunction with another coupon code. This means that the discount or benefit provided by the exchange coupon can be combined with the discount or benefit provided by another coupon code, allowing the customer to maximize their savings or advantages. Therefore, the correct answer is true.

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42.

Where can you look to locate the number of in stock items for a particular product?
- Description Tab
- Quick Facts
- CSR Info Tab
- Customer Reviews
Correct Answer

A. CSR Info Tab

Explanation

In order to locate the number of in stock items for a particular product, you can look in the CSR (Customer Service Representative) Info Tab. This tab typically contains detailed information about the product, including its availability and stock status. By referring to the CSR Info Tab, you can easily find the number of items that are currently in stock for the specific product.

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43.

Both CE and BC offer a 110% price guarantee.
- True
- False
Correct Answer

A. False

Explanation

Both CE and BC do not offer a 110% price guarantee.

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44.

What do cut off times signify for the customer?
- The time of day the guaranteed promise date changes
- The time of day the distribution center closes
- When the orders can no longer be placed for the day
- Break time for the call center
Correct Answer

A. The time of day the guaranteed promise date changes

Explanation

Cut off times signify the time of day when the guaranteed promise date changes for the customer. This means that after the cut off time, any orders placed will have a different expected delivery date. It is important for customers to be aware of the cut off times in order to ensure that their orders are placed in time to meet their desired delivery date.

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45.

You can tell when your agent phone is connected to your Softphone when the little phone icon on your agent phone is:
- Green and off the hook
- Flashing red and on the receiver
- Blue and on the receiver
- Black
Correct Answer

A. Green and off the hook

Explanation

When the little phone icon on your agent phone is green and off the hook, it indicates that your agent phone is connected to your Softphone. This means that you can make and receive calls using your Softphone application on your computer or mobile device. The green color signifies an active connection, and the "off the hook" symbolizes that the phone line is open and ready for use.

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46.

What are the 3 possible resolutions if a customer is missing items? Check each box.
- Credit
- Replacement Order
- Check with the post office
- Parts and Pieces Request
Correct Answer(s)

A. Credit
A. Replacement Order
A. Parts and Pieces Request

Explanation

If a customer is missing items, there are three possible resolutions. The first resolution is to provide a credit to the customer, which can be used towards future purchases. The second resolution is to process a replacement order for the missing items, ensuring that the customer receives the correct products. The third resolution is to check with the post office to investigate if the missing items were lost or misplaced during the shipping process. Additionally, the option of a "Parts and Pieces Request" is also available, which suggests that the customer can request specific missing parts or pieces instead of a complete replacement.

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47.

If a customer would like the items on their pre-sell order sooner, you should remove the pre-sell item from their order.
- True
- False
Correct Answer

A. False

Explanation

The statement is false because if a customer wants the items on their pre-sell order sooner, the appropriate action would be to prioritize their order and expedite the shipping process, rather than removing the pre-sell item from their order. Removing the pre-sell item would not fulfill the customer's request for earlier delivery.

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48.

A customer has the option to add multiple embroidered treat baskets to their cart and personalize each with a different name.
- True
- False
Correct Answer

A. True

Explanation

Customers have the option to add multiple embroidered treat baskets to their cart and personalize each with a different name. This means that if a customer wants to purchase more than one treat basket and wants to personalize each one with a different name, they can do so. Therefore, the statement is true.

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49.

It is okay for a customer to do an exchange, and to add any items they would like to the new order.
- True
- False
Correct Answer

A. True

Explanation

Customers are allowed to do an exchange, which means they can return a product and receive a replacement. Additionally, they can also add any other items they want to the new order. This implies that the company allows customers to modify their order during an exchange process, making the statement true.

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Modules 1-8: Final Exam 2012

BuyCostumes and Celebrate Express ship to army bases.

Quiz Preview

A Canadian customer calls us 4 days before their event. They want to place an order, using UPS Express Saver. What do you do?

During the checkout process, when does the customer learn of their delivery date?

How many coupons or promotional codes is a customer allowed to use during a purchase?

If a customer was interested in purchasing a product, what would you need to verify with the customer before putting the item into the cart?

A customer is planning a party and has selected a party pack, but needs some extra plates and napkins. They will have to purchase an additional party pack.

How many sales offers are you required to make during a CE sales call?

How much does a customer get deducted for the use of a Flex Label?

You must enter the exact coupon code into your note when requesting a credit for an omitted coupon.

Anytime you touch an order, it's always necessary to create a case note on the account.

"RAN" stands for Return Authorization Number.

What is the first thing we should do if a customer calls in stating they received a damaged item?

What are personalized banners made of?

___________ means to identify with the feelings, thoughts and attitudes of another.

If you do not have a naturally enthusiastic tone, there is nothing you can do to get around that.

Communicating clearly and effectively can be as simple as slowing down and enunciating your words.

If you should encounter a discrepancy on either website, who should you notify?

Saturday Delivery is available anywhere in the United States.

How long is your wrap up time?

When you need to use the restroom, which log out code should you choose?

Even if you do not always know the correct answer to a customer's question, you can always:

Your tone of voice is as important as the words you choose.

A customer calls us on a Friday, 20 minutes before cut off time for the day, She wants a package priority delivered for Saturday. What do you do?

Which orders get guaranteed promise dates for delivery?

We can place an order for a customer and use PayPal for the payment option.

All personalized photo items take an additional 1-2 business days (which is automatically factored into the guaranteed delivery date) with the exception of the:

Which of the following is not of the CE brands?

In Opus, the "Customer Care" and "Internet" tabs are the most used by this department.

What is the maximum amount you as a CSR can credit a customer?

You can place an order for a customer and use ShopRunner as a shipping option.

When you request a credit for an omitted coupon, it is based off of the order's:

The new AVS system we have in place to verify correct addresses will help to reduce the number of undeliverable orders.

What is a guaranteed promise date for domestic packages?

Once a credit request is submitted by a CSR, it is automatically processed and the customer's card is credited right away.

If a customer wanted to contact our company, what forms of contact are available to them? Check all that apply.

If a customer is requesting a credit for a coupon they forgot to use, which tab do we look at first while checking the order?

How many business days should the customer hold on to the package if there is Carrier Damage?

If you were not able to enter your case notes or related work item during your call, what should you do immediately after choosing your disposition code?

What is the first thing you should do when you end your call?

When taking your break, which log out code should you choose?

The exchange coupon is stackable with another coupon code.

Where can you look to locate the number of in stock items for a particular product?

Both CE and BC offer a 110% price guarantee.

What do cut off times signify for the customer?

You can tell when your agent phone is connected to your Softphone when the little phone icon on your agent phone is:

What are the 3 possible resolutions if a customer is missing items? Check each box.

If a customer would like the items on their pre-sell order sooner, you should remove the pre-sell item from their order.

A customer has the option to add multiple embroidered treat baskets to their cart and personalize each with a different name.

It is okay for a customer to do an exchange, and to add any items they would like to the new order.